Description
We are seeking a Technical Support Senior Analyst to join the Deskside Support Services (DSS) team. The successful candidate will be a senior individual contributor within the L2 Technical Support function, responsible for resolving complex technical issues, acting as an escalation point from L1/L2 support, and driving service quality through technical expertise and process improvement.
Responsibilities:
- Provide colleague technical support including computer hardware diagnostic, troubleshooting, configuration, and refresh.
- Manage basic ticket workflows, escalating unresolved issues in a timely manner.
- Provide proactive support, maintenance, and innovation, interacting with other support groups to restore service and identify and correct colleague computing problems.
- Analyze and identify trends in issue reporting and develop preventative solutions.
- Lead process improvement efforts and proactively update documentation.
- Serve as Subject Matter Expert (SME) across the organization.
- Deliver exceptional customer service and provide training on technology policy and procedure.
Qualifications:
- Strong knowledge of Microsoft operating systems and Microsoft Office, Apple hardware and operating systems, networking switches and data networks, IP telecommunications systems, and Audio Visual Systems.
- Capability to analyze problems and use sound judgement for determining solutions.
- Ability to clearly communicate with colleagues and other Technology staff.
- At least 4 years PC/LAN technical or equivalent experience.
- Aptitude for providing strong customer service.
- Willingness to complete technical documentation.
- A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.